SOMD Hearth - Leonardtown, Maryland

Ryan K.

Frustrating Experience – Poor Communication & Misdirection

I really tried to work with SOMD Hearth, but after multiple attempts, it became clear that they are unreliable. Their hours are extremely limited, making it difficult to stop by, and phone calls often take days for a response. While that’s something I was willing to overlook, the real frustration came when I inquired about their services.

I initially spoke with them about a future hot tub purchase, and they seemed open to helping. Since they also handle fireplaces and closed-vent systems, I asked about assistance with the permit process for removing an old unit. They led me to believe they could help but also tried to upsell me on a different system. When I finally decided against the new device and just wanted to proceed with the permit process, they backtracked and said that wasn’t something they actually handle.

Ultimately, this was a waste of my time. I’m sure they’re nice people, but if you’re looking for clear communication and follow-through, I’d suggest looking elsewhere. Based on this experience, they lost my future business on the hot tub too...

Update: Well, this just got interesting. Originally, I was told they could handle the permit process—for an extra charge, of course. But now, according to the owner, that would actually be illegal. So, were they planning to moonlight as an underground permit syndicate, or did I just catch them in a backpedal at Olympic speed?

Honestly, I didn’t realize I was also signing up for unsolicited legal advice. I mean, if I wanted questionable legal counsel, I’d at least expect it to come with a side of free consultation coffee. But hey, thanks for letting me know I "should have taken the time to go to the county office"—great customer service tip!

At this point, I think I’ve dodged a bullet (or at least an expensive headache). If you enjoy businesses that change their story faster than a politician in campaign season, give them a shot. Otherwise, maybe check out one of the other companies the owner so graciously recommended. Best of luck!

P.S. I was trying to give local businesses my money, but, I'll just stick with my reliable licensed contractor--even if they're from out of the local area.

Second Update: Well, this just keeps getting better. Instead of apologizing or trying to make things right, the owner texted me directly—not to fix the situation, but to tell me how I personally destroyed his will to help people. Apparently, my honest review was the final straw in his tragic hero’s journey. If I’d known I had that kind of power, I would have used it for something more productive, like lowering my mortgage rate.

But wait—it gets even better. I finally got in touch with the county permit office, and guess what? They told me that because I wasn’t installing a new unit or making structural changes, I didn’t even need a permit. Imagine that! So not only was I misled into thinking they could handle the permit process (for an extra fee, of course), but it turns out no permit was even required in the first place.

Let’s recap:
✔️ Misled about what services they provide.
✔️ Upsold on something I didn’t need.
✔️ Harassed via text for leaving an honest review.
✔️ County confirms that none of this was necessary to begin with.

To be candid, I might have changed my rating or even retracted it somewhat if the owner had shown even a shred of responsibility or made an honest attempt to apologize and make it right. But instead, I got a passive-aggressive lecture about how I, a random customer, have single-handedly crushed his business dreams.

At this point, I don’t know if this is a business or an experimental case study in bad customer service. If you enjoy being guilt-tripped via text and given completely wrong information, this is the place for you. Otherwise, do yourself a favor and go somewhere that actually knows what they’re doing.

Christian A.

If you read one review, please read this one. We have a majestic brand fireplace, SOMD Hearth is one of a very few listed authorized service companies that has parts and knowledge on this brand. We called them back in early september, SOMD Hearth came to service late January, 6 months later. I do not recommend this company, here is why.

They called us 4 times to reschedule. Each time they called to reschedule, it was the day before we were expecting them, reasoning was always that they had a technician shortage and the technician scheduled to come out quit. 11 months ago from the date of this review, Austin Tulin the owner states in another low rating review, "We have hired 4 additional individuals in the last 2 months to keep up with demand"
fast forward to January 31, 2024. A random midday doorbell rings and at our doorstep is a SOMD Technician, we forgot we had this scheduled since nobody from SOMD confirmed the appointment with us prior to coming. Regardless of the fact, we made accommodations since it was months of efforts to get them to come out. The technician did apologize for the delay in service due him being the only technician doing services and at times is working several hours from early mornings to late evenings, with a full workload due to staff shortages.

I, then requested for the technician to notify his supervisor as we waited very patiently for our fireplace to be serviced. That is when I met Austin Tulin, Owner of SOMD Hearth. I explained to him the situation and I requested if there could be some customer service given due to the circumstances. Nothing specific, just wanted him to make it right. Austin then told me he didn't see anything wrong with the wait and multiple cancellations and even accused me of taking advantage of a small business. Austin gave me the option of completing the work and being paid in full or leaving and having the technician disassemble my fireplace, leaving me to find someone else, despite waiting 6 months to have the work done by the manufacturers reccomended technicians. That didn't matter to Austin.

We paid him for his services in full, but this was not right in my opinion. Austin Tulin does not care about his customer base and takes advantage that his company is just one of few authorized services for Majestic fireplaces. Austin, plays victim when customers bring issues to him instead of mitigating them.

Austin, I kept my promise and wrote you a review. Please learn from this and treat your paying customers better. If this is a representation of how you treat all of your customers, I am sure you treat your employees the same. Which explains your employee retention issue. I also recommend that you give your only technician some relief in some capacity. Final thoughts, you have our contact information. You can still make this right, but if this review is still standing, it is because you failed to do just that.

Almost forgot. I will also attach a video I have of his technician calling Austin to get clarification about a "crappy" manufacturer warranty that comes with the parts they installed. Austin refers to us as "the house giving him a bad review" and only wants to confirm collection of payment by his technician

UPDATE: Austin, if we were too far, you should have stated that initially, instead you booked us and left on your books for 6 months. Please look through your communication records and talk to your tech, he stated that he called the wrong number prior to his arrival. We never got a call. We also have our records. I also never stated a dollar amount, I just requested some customer service, Instead, even in your Google response your accusing me of extorting you. I paid you in full. Don't worry about me calling, that is the reason for my poor review. You confirmed everything I stated in my review in your immature and unprofessional public response.

New customers, please review other poor reviews to see the consistencies. Go somewhere else.

Logan K.

tl/dr This company left us with a serious safety issue.

This company installed our wood stove a few years ago, and I've only used them for yearly chimney cleaning. They cleaned it as normal in spring, and I've just started seriously running it for the year and had a faint smoke smell when i reduced the draft for a long burn. I let it run cold, and when i went to investigate, I found multiple missing screws, and found that the flue adapter was not even connected to the stove and the connector screws were just sitting there loose, allow exhaust leakage. They are the ONLY company who has ever worked on or around the stove.

This is a serious safety issue, allowing carbon monoxide to leak into the house. This is not the first time we have had to call the company back about poorly connecting the stove with the flue and resulting smoke smell, they failed to install a key gasket on the initial install, and had to be called for a re-visit after a cleaning for a similar issue. This time I'm done, enough is enough and I'm not going to call them into my house again. I'll fix it myself, get a different company to clean and inspect in the future, and recommend that others stay away. To the company: Please do not contact me about this or for any reason.

EDIT TO RESPOND TO COMPANY:

They claim they have not been out since 2022. This is false, they were here in May 2024 (seven months ago). I have the email confirmation of the appointment, i remember chatting with the technician who was a friendly young guy, and i have a photo in my phone of the glass cleaner he used because the stove looked great when he was done. The screws did not just work themselves loose, I've only used the stove for a few fires since they were out here and that's preposterous. Regarding the VC stove gasket issue: They sold me this stove, actually recommended it for the space. They shouldn't have sold it to me if they couldn't provide a competent install and support. Finally, they claim that there's little CO risk. I still don't want ANY smoke in my house. i'm surprised that the company would defend leaving a leaky situation, on multiple occasions. Dodging responsibility here is a good confirmation that I'm making the right choice by finding another servicer.

Emily Y.

Installed quickly, company responsive immediately for any issues, shout out to Matt for helping with urgent issue during cold day. He was also a great salesman, very knowledgeable, great customer service! Thanks Matt!

Brentley D.

Matt came out to do yearly maintenance on our fireplace and he was phenomenal! He was so friendly and professional. He was showing us certain things we should do throughout the year to keep everything in good order, and was showing us certain tips and different things about our fireplace which was great! I can't rave enough about how awesome Matt was!!

Jenny K.

They were very knowledgeable about helping me pick out the stove I needed for my house. The installation seemed rushed and the installer was yelling at the apprentice (I assume since he seemed less knowledgeable). A few rainstorms later I called and said the chimney pipe had water dropping in my house. I emailed them pictures and they had the guy come back out. He said he was sorry he was in a hurry and forgot to deal around the pipe in the chimney. Now that the weather has gotten cooler and I am running the pellet stove more I am noticing that there is a lot of soot in my house. I changed my house air filter last week(it was pitch black) then I changed it again 6 days later because it was almost pitch black again. When i called to get someone to come out and look at it she tried to schedule me for 2 weeks out. When i asked if there was anyway she could get me in sooner so that I am not breathing this stuff for 2 weeks she put me on hold. When she comes back she said she can get me in a week earlier but that is about it. When i was still hesitant about it because it was still a week away she tells me that if I don't want to breathe it I don't have to use it. Ride!! If they are that busy that they are running from dawn until way past dusk and still making puerile wait 2 weeks maybe they need to hire more people or not sell to new customers until they can take care of the ones they have in a timely fashion.

Angela G.

I have been doing business with Austin for 6 years now. He is the best and the only person I trust working on my pellet stove. He has installed a new one I got from his shop,and 2 used ones I got on my own and was very reasonable price on checking out the ones I got on my own and on the install. We also get are pellets from him and they were the best deal out there. I recommend him everyone I know that is looking for a wood or pellet stove. He is the best around.

Patrick B.

I couldn’t be happier with Hearth and Home and the support that I have received from Austin and his team. Hearth and Home Installed my gas fireplace insert. Approximately two years later Austin and team provided follow up maintenance that included a new remote control. A very professional and courteous team that I would recommend to anybody. I feel the cost of the work was reasonable and as estimated by Austin .